Shipping & Returns Policy

By placing an order with us, you acknowledge and agree to the following processing and shipping terms:

Order Processing:
Our standard order processing time ranges from 2 to 5 business days from the time your order is placed. Please note that during the processing period, no updates will be provided until your order is confirmed for shipment. Orders placed within 24 hours will not be dispatched the following day, allowing customers an opportunity to review and modify order details, if necessary. Our business hours are Monday to Friday, 9 am to 5 pm, excluding weekends and major holidays.

Shipping Times:
Shipping times are determined by the selected service at checkout and are separate from processing times. We offer various shipping options to accommodate your preferences and urgency. Please review our provided estimated shipping times on the checkout page, or our intercom help desk for further details. Please note that these shipping times are not guaranteed, as we rely on third party shipping services. 

Tracking Information:
Upon booking your order for shipment, tracking information will be provided to you. Orders are delivered to local USPS/UPS facilities at the close of each business day before being transferred to main distribution hubs. Please allow 24 to 48 hours for tracking updates to reflect in your provided information. Any discrepancies in tracking during transit are typically attributed to shipping service errors. We are not responsible for the transit of packages once they are delivered to the carrier; the carrier holds responsibility for all shipping, handling, and tracking services. If there is an error in your tracking information, please contact the shipping service directly for further information; we are only provided the same tracking information as our customers. We appreciate your understanding in this matter.

Returns: Your satisfaction with Kush Cave is of the utmost importance to us. We want you to experience the full benefits of their premium hemp products. If you are interested in returning the products for a refund or exchange, please contact office@kushcave.shop. We accept returns on products that have 50% of the product remaining, and have a confirmed delivery date within 30-days from the time we are contacted. Kush Cave would be more than happy to answer questions and make suggestions on what product may better suit your needs.

  • Please note that product return costs are covered by the customer. Kush Cave only covers return costs for confirmed faulty products/devices, as per the information above.  Items returned for a refund will receive a refund on the product themselves, but not the initial shipping or Route fees, as those feed were already paid for by KC.

Returns Process:

1) Email us at office@kushcave.shop ASAP to alert us that you will be returning your product within the 50%, 30-day timeframe and to ensure your item/order is eligible for a return/exchange. Please provide your order number, reason for the return, whether you would prefer a refund or exchange, and any additional information you think may be helpful. Any items/orders sent back without prior authorization will be reviewed once we obtain the proper information.

2) In the package, please include a note with your name, order number, and whether you would like a refund or exchange. Once you have shipped your product back to us, please email the tracking number to office@kushcave.shop so we can keep an eye out for it, or let us know when you have shipped the items.

3) Once we receive your package and confirm its condition, we will issue a refund or exchange for the product and email you a confirmation. Please allow 7-10 days for the refund to post to your statement.

Return Shipping Address: Kush Cave, P.O. Box 680432, San Antonio, TX 78238-9998.

*For more information regarding issues with the package, order, items, or shipping, please continue below*

Damage During Shipping

Please contact us immediately, within 3 business days, with photo evidence of the damages your product(s) may have.

Missing / Incorrect Items Received

  • If you receive your order and the products are missing or incorrect upon arrival please reach out to our Customer Support Team within 3 business days of receiving the shipment. Please include specific details and photos of products, the problem with the order, and an image of the FULL packing slip, including the order number, order details, and the signed initials. 

  • Once we have confirmed that the items you received are either missing or incorrect, we will ship the correct items to you, and provide a return label for the incorrect items in the order. All incorrect items received must be returned to the place of business with the provided return label. If you wish to keep the items, compensation for Kush Cave will be discussed. Extenuating circumstances may be discussed with our team if need be.  

Faulty Product

  • If one of the devices you received was faulty, please include photo and video evidence of it not working in the email to Customer Support. Email – office@kushcave.shop. If one of your devices stops working within 30-days of delivery and you contact us before that time, we can offer you a refund or exchange once the item has been returned and the proper information has been provided.

  • In order to provide customers with a refund, replacement, or exchange on a faulty product, we require physical evidence of the issue (photo/video). If you are unable to provide us with evidence of the issue, or no longer have the product/disposed of it, we will not be able to assist you with a return, replacement, or exchange per our return policy.

    • We do not process returns on faulty devices if we are not contacted within 30 days of the confirmed delivery date.

Package was Returned to Sender

  • If your package was marked as “return to sender” via the shipping service USPS, please reach out to let us know. With RTS packages, we do have to wait for the product to ship to us before we can provide a refund or reshipment on the order. Once we receive that package back, we will reach out to let you know. We are happy to provide refunds on these packages, or offer to reship them once confirming the correct shipping address.

Please note merchandise must be postmarked for return or exchange within 30 days of confirmed delivery. Products will be evaluated upon their return to ensure they meet our policy requirements. We do not accept returns/exchanges after 30 days; all products must remain in their proper packaging upon return. Returns will be refunded to the original form of payment or to store credit if your purchase was made under an active account. The customer is responsible for the return shipping costs as stated above.